Accessibility

As a practice we appreciate that our patients may have different needs in terms of accessibility and we work hard to ensure we have processes in place to address this.

We are always open to suggestions and ideas from patients, especially those who have positive experiences with other services and we would love to hear from you if you think there are additional systems we can put in place to support you.

Visually Impaired

Those who are visually impaired may find that they rely more heavily on audio based services.

Service

Benefits

Accessible Via

Availability

Medical records flag where appropriate

Medical records will be flagged to make staff aware that the patient may need alternative options

Practice

During opening hours

Practice Website

Change colours, contrast levels and fonts

Mobile or computer

24/7

Zoom in up to 300% without the text spilling off the screen

Navigate most of the website using just a keyboard

Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

Navigate most of the website using speech recognition software

Hearing Impaired

Those with hearing impairments may find that the current trend for telephone consultations does not suit them and so require alternative ways of communicating with the practice.

Service

Benefits

Accessible Via

Availability

Medical records flag where appropriate

Medical records will be flagged to make staff aware that the patient may need alternative options

Practice

During opening hours

NHSApp

Access to medical record

App on mobiles or computer

24/7

Request repeat prescriptions

Covid pass

SystmOnline

Access to medical record

Mobile or computer

24/7

Request repeat prescriptions

Access to test results

Vaccination history

Appointment booking for particular appointments – eg flu vaccination

eConsult

Get self-help advice

Mobile or computer

24/7

Request an electronic consultation

Email (for non-clinical related requests)

General queries about services at the surgery

 

9.00am -5.00pm on working days (up to 3 day turn around)

Appointment URL’s (outgoing)

Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review

Mobile or computer

24/7 (URL link will last for 7 days)

Appointment cancellation texts

Patients can cancel their appointment via text meaning they do not have to phone into the surgery

Mobile

24/7 (must be no less than 2 hours before the appointment time)

Communications Annexe (outgoing)

Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure

Mobile

24/7

Practice website

Up to date information on the practice including opening hours & services

Mobile or computer

24/7

What’s New section

Newsletters

Link through to SystmOnline

Electronic registrations

Facebook

Educational posts

Mobile or computer

24/7

Immediate updates on the practice

Links to other useful groups

Visors

To be used instead of face masks to allow for lip reading

Practice

During opening hours

Face masks with transparent mouth piece

To be used instead of textile face masks to allow for lip reading

Practice

During opening hours

Speakers of other languages

Service

Benefits

Accessible Via

Availability

Translation service (provided by central NHS team)

Ensures patient understands their treatment and any investigations

Translation Team

During opening hours

Information leaflets eg cervical screening

Ensures patient understands their treatment and any investigations

Practice website or in house

24/7 on website or during opening hours for in house

Learning Difficulties

Patients with learning difficulties may find it distressing to come into an unfamiliar setting or may need longer consultation times to allow for a clear dialogue.

Service

Benefits

Accessible Via

Availability

Medical records flag where appropriate

Medical records will be flagged to make staff aware that the patient may need alternative options

Practice

During opening hours

Written information on  health / reviews / support

Ensures that patient can review what’s been discussed or agreed in their own time

Practice

During opening hours

Ensures carers are aware of what’s been discussed or agreed for the patient

Can be pitched at the appropriate level for the level of learning difficulty a patient may have

Vaccinations

Prioritising for flu vaccinations

Practice

During opening hours

Clinician of choice

Some patient may feel more comfortable with clinicians they are familiar with and where possible we would accommodate this

Practice

During opening hours

Carers

Carers may have restricted times when they are able to leave their dependant. It is important to ensure this is respected and that their own health is not overlooked due to their caring duties.

Service

Benefits

Accessible Via

Availability

Medical records flag where appropriate

Medical records will be flagged to make staff aware that the patient has caring responsibilities

Practice

During opening hours

Vaccinations

Prioritising for flu vaccinations

Practice

During opening hours

SystmOnline

Access to medical record

Mobile or computer

24/7

Request repeat prescriptions

Access to test results

Vaccination history

Appointment booking for particular appointments – eg flu vaccination

Referral to carers service

Ensures the Carer is treated as a patient as well as their dependant and the appropriate support is in place for them

Practice

During opening hours

eConsult

Get self-help advice

Mobile or computer

24/7

View video’s on how to manage your condition eg inhaler techniques

Request an electronic consultation

Email (for non-clinical related requests)

General queries about services at the surgery

 

9.00am -5.00pm on working days (up to 3 day turn around)

Appointment URL’s (outgoing)

Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review

Mobile or computer

24/7 (URL link will last for 7 days)

Appointment cancellation texts

Patients can cancel their appointment via text meaning they do not have to phone into the surgery

Mobile

24/7 (must be no less than 2 hours before the appointment time)

Communications Annexe (outgoing)

Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure

Mobile

24/7

Practice website

Designated carers section

Mobile or computer

24/7

Up to date information on the practice including opening hours & services

What’s New section

Newsletters

Link through to SystmOnline

Electronic registrations

Facebook

Educational posts

Mobile or computer

24/7

Immediate updates on the practice

Links to other useful groups

Livi

Access to a GP via phone call

Mobile

24/7

Veterans

Leaving the armed forces can be a daunting process to undertake. Supporting patients to understand what options they have will help make the transition from military healthcare to civilian healthcare as smooth as possible.

Service

Benefits

Accessible Via

Availability

Medical records flag where appropriate

Medical records will be flagged to make staff aware that the patient may need alternative options

Practice

During opening hours

Named veterans Clinician at the practice

Providing advice, support or signposting

Practice

During opening hours

Practice website

Designated Veterans section providing links and support

Mobile or computer

24/7

Up to date information on the practice including opening hours & services

Mobile or computer

24/7

What’s New section

Newsletters

Link through to SystmOnline

Electronic registrations

NHSApp

Access to medical record

App on mobiles or computer

24/7

Request repeat prescriptions

Covid pass

SystmOnline

Access to medical record

Mobile or computer

24/7

Request repeat prescriptions

Access to test results

Vaccination history

Appointment booking for particular appointments – eg flu vaccination

eConsult

Get self-help advice

Mobile or computer

24/7

View video’s on how to manage your condition eg inhaler techniques

Request an electronic consultation

Email (for non-clinical related requests)

General queries about services at the surgery

 

9.00am -5.00pm on working days (up to 3 day turn around)

Appointment URL’s (outgoing)

Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review

Mobile or computer

24/7 (URL link will last for 7 days)

Appointment cancellation texts

Patients can cancel their appointment via text meaning they do not have to phone into the surgery

Mobile

24/7 (must be no less than 2 hours before the appointment time)

Communications Annexe (outgoing)

Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure

Mobile

24/7

Facebook

Educational posts

Mobile or computer

24/7

Immediate updates on the practice

Links to other useful groups

Livi

Access to a GP via phone call

Mobile

24/7

Technology Users

Increasingly new technologies are being developed and promoted by the NHS to improve access to Primary Care. For those who are comfortable with technology, these systems provide more flexibility for patients to access health care and the methods by which they can do this.

Service

Benefits

Accessible Via

Availability

NHSApp

Access to medical record

App on mobiles or computer

24/7

Request repeat prescriptions

Covid pass

SystmOnline

Access to medical record

Mobile or computer

24/7

Request repeat prescriptions

Access to test results

Vaccination history

Appointment booking for particular appointments – eg flu vaccination

eConsult

Get self-help advice

Mobile or computer

24/7

View video’s on how to manage your condition eg inhaler techniques

Request an electronic consultation

Email (for non-clinical related requests)

General queries about services at the surgery

 

9.00am -5.00pm on working days (up to 3 day turn around)

Appointment URL’s (outgoing)

Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review

Mobile or computer

24/7 (URL link will last for 7 days)

Appointment cancellation texts

Patients can cancel their appointment via text meaning they do not have to phone into the surgery

Mobile

24/7 (must be no less than 2 hours before the appointment time)

Communications Annexe (outgoing)

Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure

Mobile

24/7

Practice website

Up to date information on the practice including opening hours & services

Mobile or computer

24/7

What’s New section

Newsletters

Link through to SystmOnline

Electronic registrations

Facebook

Educational posts

Mobile or computer

24/7

Immediate updates on the practice

Links to other useful groups

Livi

Access to a GP via phone call

Mobile

24/7

Technology Avoiders

Despite the current lean towards technology, there will always be patients who are either unable to or chose not to use technology in their health care. It is important for us to make sure there are still traditional methods of accessing healthcare for these patients.

Service

Benefits

Accessible Via

Availability

Telephone system options

Diversifying the phone system so that we can move patients through the system in the most efficient ways eg a specific option to use for booking flu vaccinations rather than waiting in the call queue

Practice

During opening hours

Paper newsletters

Ensures that patients are aware of what is going on and what is coming up

Practice

During opening hours

Patient Participation Group (PPG)

The PPG are a vital communication channel between patients and the practice. Holding various events they are always happy to speak to other patients as representatives of the surgery

PPG

Variety

 

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John White Funeral Directors Cloudy2Clear Northampton Ltd